ACD Error Messages

Goal

Enhance the clarity, accessibility, and usefulness of system error messages within the Accreditation Conformance Database (ACD) to reduce user frustration and support inquiries.

Outcome

The redesigned error message framework improved readability, tone, and usability. Messages now provide clear explanations, actionable next steps, and accessible contact options, resulting in reduced user confusion and fewer support tickets.

Role

UI Designer

Organization

ACC Accreditation Services

Tools

Adobe XD

Skills

UX Writing, Cross-Functional Collaboration, User Research

Background

ACC Accreditation Services provides healthcare organizations with tools to track patient data and drive process improvement. The ACD plays a central role in this workflow. However, error messages within the tool lacked descriptions and did not guide users on how to resolve issues.

Challenges

  • Error messages were not visually accessible (small font size, unclear layout).
  • Users received no information about what caused the error.
  • There were no recommended actions or support contact options included.

Research & Discovery

To identify problem areas, I reviewed historical customer support tickets, gathering examples of real-world error messages that confused or frustrated users.

I also conducted competitive analysis on error message design standards, drawing from UX best practices for tone, structure, and layout.

Original Error Messages

Copy Development

Working closely with the Lead Developer, I documented accurate, plain-language descriptions for each error and outlined step-by-step resolution guidance. I opted for concise summaries paired with bulleted action steps.

Design Iteration

Sketches

Initial concepts explored how to visually present error messages in a readable and supportive format. I tested layout styles emphasizing readability and quick guidance.

Error Messages Sketches

Wireframes

Mid-fidelity wireframes incorporated real copy and included:

  • Clear headlines
  • Error descriptions
  • Actionable resolution steps
  • Contact links to Customer Care
Gateway Timeout Wireframes

Cross-Functional Collaboration

  • Met with the Business Line to validate proposed content and gather feedback on tone and completeness.
  • Partnered again with Development to ensure alignment on system capabilities and copy accuracy.
  • Final wireframes and copy were reviewed and approved before implementation.

Outcome

The new error message framework improved both the functionality and clarity of error communication within the ACD. Messages now:

  • Use consistent styling and accessible layout
  • Clearly explain what went wrong
  • Offer actionable next steps
  • Include contact links for continued support
New Serial ECG Save Error Message
New Error Messages

Key Takeaways

This project strengthened my collaboration skills across technical and business teams and deepened my understanding of UX writing for error states. I learned the value of iterative design and cross-team validation in improving user experience at a systems level.